IT Service Desk Supervisor

Wings Credit Union•Colorado Springs, CO

1d•$93,000 - $108,000

About The Position

The IT Service Desk Supervisor's role is to lead and continuously improve IT Service Desk operations by developing team members, driving service quality, coordinating major incident response, maintaining effective support processes, and ensuring a consistent, high-quality support experience for employees and business partners.

Requirements

4+ Years experience in IT or help desk environment, required
2+ Years supervisory or leadership experience, required
Knowledge and troubleshooting experience with IT technologies including hardware and software. various web applications, client/server applications, identity and access management, and general network troubleshooting.
Familiar with Service Management processes and ITSM best practices to include Incident, Request, Problem, and Knowledge Management.
Report creation, data manipulation, and metric based decision-making experience.
Ability to work flexible schedule
Strong attention to detail with an aptitude for technical documentation.
Excellent organization, time management, and prioritization skills.
Ability to work alone or with little supervision.
Excellent verbal and written communications skills.
Strong customer focus and relationship skills with the ability to work with employees at all skill levels.

Nice To Haves

Associate's Degree In business, IT or related area, preferred

Responsibilities

Lead, coach, mentor, and develop Service Desk staff.
Support hiring, onboarding, goal setting, performance management, and career development while building a culture of accountability, collaboration, and customer service.
Oversee daily Service Desk operations and support delivery. Monitor workload, service levels, ticket activity, and team performance to ensure support is timely, consistent, and aligned to business needs.
Serve as an escalation point for complex customer and technical issues. Coordinate with the appropriate technology teams to support timely resolution and clear communication.
Lead coordination during major incidents and service disruptions. Support clear communication, escalation, resolution activities, post-incident reviews, and follow-up actions.
Identify recurring issues, support root cause analysis, and help implement improvements that reduce repeat incidents and improve service quality.
Maintain support procedures, technical documentation, knowledge resources, and self-service content. Ensure information is accurate, current, easy to find, and easy to follow.
Track service levels, service trends, ticket activity, and team performance. Provide reporting and recommendations to leadership in coordination with ITSM/ServiceNow.
Build strong working relationships with employees, business partners, and technology teams. Address recurring pain points, support service-related initiatives, and provide input on support model improvements.
Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.